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Junior Technical Support Engineer - London - £24k

  • London, South East England
  • £24,000 per annum
  • 100+ applications
  • Job type: Permanent, full-time
  • Date:
  • Reference: 24158069

A leading managed hosting and cloud Services Company are currently looking for a junior technical support engineer to join their established team.

Main duties:

·Technical support to resolve faults on a 1st line level

·Management of incidents, changes and service requests under strict ITIL framework using industry standard ITSM platform

·Escalate incidents to 2nd / 3rd line within agreed matrix

·Ensure that customer SLA’s are maintained

·Ensure that internal KPI’s are achieved

·Proactive contact with customers (99% of whom are technical), keeping them updated with progress of events

·Developing and maintaining customer facing documentation when required

·Occasional visits to various datacentres around the world

·Perform ad-hoc tasks as necessary

Experience & soft skills

·Previous experience in an IT managed services environment

·Excellent attention to detail

·Excellent communication skills (written and verbal)

·Able to handle customers professionally during all interfaces

·Must excel in fast paced environments

·Innovative thinker who is positive, proactive and embraces change

Technical skills

·Basic understanding of networking technologies

·Basic understanding Windows servers (2003 - 2008)

·An awareness of virtualisation technologies

·ITIL aware

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